Leigh Howe Email & Phone Number

Throughout my career history I have always been focused on Customer Service both internal and external, all within the IT industry. My career started within IT working on Honeywell DP8 mainframes systems but then led into the Helpdesk area. I progressed very quickly into Team Leader roles with the Royal Aircraft Establishment and was fortunate to be able to take an HNC in computer studies. After working within the Government sector for 13 years I moved into a role within the private sector with Nokia. Managing the Nokia Service Desk for the UK involved ensuring a 1st class Service was delivered to the Nokia end-users. Nokia then outsourced its IT services to IBM and after 1 year the service desk was moved to Leipzig in Germany. I spent 6 weeks out in Leipzig training 10 -15 new service desk agents on Nokia tools & processes. Due to my experience within the public sector I was able to accept a Change Manager role on the DEFRA account to improve the quality and control of changes across the DEFRA Estate. I then moved on to head up the rollout of the Service Activation & Deactivation process on the DEFRA Account, this was great success and implemented within the timescales. This then led me into the compliance sector taking the responsibility of the UK & Ireland Process owner role for the Service Activation & Deactivation process, where I was the advisor/subject matter expert for over 50 client accounts across IBM. As the subject matter expert, I had significant input into designing a new streamlined process & tooling for which I was then responsible for the successful rollout across all UK & Ireland accounts. My current role within IBM is Global Business Controls Lead where I manage an offshore team and have Global responsibility for all areas of business controls on the AB InBev & new Asahi accounts.

Listed skills include Itil, It Strategy, Service Management, Project Management, and 23 others.